Queue hierarchy and child queue

RT Users
1

There are some old threads which seem to indicate such a function is not supported.
What would be a suggested method to implement such a structure if I want to have main queues that are accessible by specific partners e.g.
Queue_Partner_A

  • Queue_Customer_01
  • Queue_Customer_02
    Queue_Partner_B
  • Queue_Customer_03
  • Queue_Customer_04

Each “partner” would be able see all of their “customers” but not each other’s queue/tickets. Similarly, their “Customer” would not be able to see each other’s queues/tickets.

Currently I am testing with complex queue names like Queue_Partner_A_Customer_01
But this would become increasingly unmanageable and confusing over time.

2

You can have different groups with different rights (ACLs) to the different queues, but you’ll need to maintain the group rights to the queues and their memberships. As you say, there isn’t anything inherently hierarchical about queues in RT.

3

The ACLs might still be manageable with group rights but it seems like the UI for queue would become a rather massively long list for the administrators and general “staff” users.

4

The UI changes from a dropdown to an autocomplete at a configurable number of queues. ie 50+ make the queue selection input an autocomplete

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